Return / Exchange Policy for Damaged Product

Returns/Exchanges

Kaia Earth would like you to be completely satisfied with your purchase. Your happiness is our highest priority. Regrettably, we cannot offer a refund or exchange once the product has been opened and used unless the product is faulty or defective.

Because of the nature of this product, we can accept returns for damaged or defective goods only, and these returns must be made within 7 days of your receipt of the product. 

If you feel you have received a faulty/defective product, please email us at customercare@kaiaearth.com for further instructions.

Only products purchased on Kaiaearth.com may be returned for a refund or exchange. We cannot accept items purchased from another retail store location for an exchange or refund. We also cannot accept empty bottles or partially used bottles for refund or exchange. Products which are not eligible for return or exchange will not be returned to sender and will not be eligible for credit. Costs to return items to Kaia Earth are the responsibility of the customer.

The Return Process

To expedite the handling of your return, please ensure that the Return Authorization Form is properly completed and included with your return. We recommend using the original packaging to return your product to us. Once the item is received we will process return/exchange. We do not issue return postage or labels; it is your responsibility to pay for the shipping of unwanted product(s) or damaged product (s). You may use the carrier of your choice, but we strongly recommend using a traceable and insured form of delivery. Please retain the tracking number for your records. We cannot be responsible for packages lost in transit without proof of tracking. We recommend retaining a copy of the Return Authorization Form for your own records.

Ship your return to the following address:

Kaia Earth LLC
12 Caywood Lane
Fairport, New York 14450

Once your return is received, your refund or exchange will be processed within 10 business days. You will receive a confirmation email when your return has been processed. Once your return has been processed, a refund may take up to 7-10 days to appear on your account, depending on your bank or credit card issuer.

For a product to be eligible for return, the following conditions must apply:

  • The issue must be reported to Kaia Earth within 7 days of your receipt of the product.
  • Kaia Earth must be contacted immediately if products are damaged as a result of shipping.
  • A detailed description of the damage must be provided to the Customer Care team.
  • Product(s) is returned in the condition it was received.

NOTE: We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 7-days return/exchange policy timeframe and without a photo of the broken items and/or package. Kaia Earth is not liable for missing packages with confirmed delivery by courier.

Kaia Earth will not accept product returns for the following:

  • General customer or end-consumer dissatisfaction.
  • Skin breakouts.
  • Lack of sales.
  • Testers (due to the unregulated condition of use and storage).
  • Products not stored according to the required conditions of storage outlined in the label.

Replacement/Credits

  • If a return is approved, a replacement or credit note will be issued.
  • You will be notified via email once the return has been processed.
  • Return products must be received and accounted at Kaia Earth warehouse before credit notes are made available for future orders or replacements can be sent:
    • A replacement or credit will be issued within 7-10 calendar days of receipt at Kaia Earth warehouse.
  • Original shipping and handling costs are non-refundable.

Canceling an Order

If you decide to cancel your order after it has shipped but before it arrives to you, please note you will incur a non-negotiable fee of $12.35. This is the charge that UPS bills for a delivery intercept.

IN THE EVENT OF ANY PERCEIVED ABUSE OF KAIA EARTH'S SATISFACTION GUARANTEE, TO BE DETERMINED AT THE SOLE DISCRETION OF KAIA EARTH LLC, A RETURN OR EXCHANGE MAY NOT BE HONORED.